You will be a master at providing exceptional technical support. You will develop the ability to seek continuous improvement through our productivity tool, ‘WorkSmart,’ which will help you develop critical skills through identifying moments of high intensity and focus, communicate blockers to your manager, and see your progress on achieving performance goals. You will also receive candid feedback to learn, develop, and grow in your role and accelerate your career faster than in any other software company in the industry.
Description
In most companies, traditional customer support is often plagued by inefficiency and mediocrity. Support engineers frequently waste time on repetitive tasks or struggle with problems outside their narrow expertise. Data shows that over 60% of tickets get escalated because the first line of defense lacks the skills or knowledge to resolve them.
At Trilogy, we don’t do traditional. Managing over 100 enterprise software products, we’ve redefined customer support with advanced AI. Most issues are handled by our AI-powered chatbot, leaving only the most complex challenges for our engineers. That means every ticket you touch is difficult, varied, and requires creative problem-solving.
In this role, there’s no time for hand-holding or “learning the ropes” at a leisurely pace. If you need constant guidance, struggle to self-learn, or tend to ask obvious questions, you won’t last two weeks. Success requires a proactive mindset, the ability to adapt quickly, and the drive to figure things out independently.
If you’re ready to step up and tackle the toughest problems in customer support, this role will accelerate your growth like nothing else. You’ll gain unparalleled technical expertise across a massive product portfolio while contributing directly to Trilogy’s reputation for excellence. If you are up to the task of pushing your limits, we’d love to see you apply.
What you will be doing
- AI-Augmented Customer Resolutions: Analyze complex tickets escalated by AI systems, apply human expertise to areas where AI falls short, and then close the gap by improving the AI system
What you will NOT be doing
- Taking two whole months to get up to speed; you will be expected to ramp up one several products within the first month (we are aware this is aggressive)
- Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role
Key responsibilities
- Integrate technical human expertise and AI capabilities to deliver exceptional customer support, focusing on complex issues that AI cannot yet fully resolve
Candidate requirements
- At least 2 total years of experience in a technical customer support or engineering role
- Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient
How it works
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
STEP 1
Pass Cognitive Aptitude Test.
STEP 2
Pass English Proficiency Test.
STEP 3
Prove Real-World Job & AI Skills.
STEP 4
Ace An Interview Or Two.
STEP 5
Accept Job Offer.
Frequently asked questions
About the role
What you will learn
Work examples
L1 Support Agents are the first opportunity for our support team to make a great impression on our customers. You will be responsible for impressing customers with your resourcefulness and customer service skills (see example below of a typical support agent interaction). To help you achieve first contact resolution, we built a comprehensive Knowledge Base for you to have at your disposal.
Sample L1 Ticket: 2562317
Sample KB Article: Sococo
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Why Crossover
Recruitment sucks. So we’re fixing it.
The Olympics of work
It’s super hard to qualify—extreme quality standards ensure every single team member is at the top of their game.
Premium pay for premium talent
Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.
Shortlist by skills, not bias
We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.
